Growing Adoption, Low Satisfaction Raise Risks for Mobile Customer Service

Mobile banking has surged past online use to become the primary channel for routine financial tasks, driven by near-universal adoption among younger generations and accelerating usage across all demographics. As customers increasingly treat the mobile app as their main point of contact with their bank, expectations for speed, support, and personalized insight continue to rise. Yet satisfaction with key digital servicing options remains stubbornly low. Consumers often encounter chatbots that can’t answer transaction specific questions, live chat connections that are inscrutable, and limited clarity about how to reach a real person when the need arises. These gaps erode trust at the exact moment when mobile has become the frontline of customer engagement. 

Despite rapid innovation, service experiences vary widely across financial institutions, creating inconsistent journeys that undermine confidence in digital channels. Customers expect mobile support to be as effective as calling the contact center, but today’s tools miss by a mile. With mobile banking now the de facto relationship hub, strengthening conversational experiences, improving escalation handoffs, and integrating customer data into support interactions are emerging as priorities. 

Key questions discussed in this report:

• Which mobile banking behaviors have seen the greatest growth?
• Why does servicing satisfaction lag behind adoption?
• How can FIs drive greater satisfaction with mobile customer service?